Digital Transformation Specialist
2 weeks ago
About us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
We're looking for a talented Digital Journeys Optimisation Executive to support the implementation of our online conversion rate strategy for Halfords digital. This role will focus on identifying and reporting on optimisation opportunities in key journeys, NPS & Never Miss A Customer friction points, and wider Group Services journeys on halfords.com.
Key Responsibilities
- Support the delivery of the Optimisation strategy, driving key measures and KPIs.
- Identify and drive the implementation of initiatives to continually increase customer satisfaction, conversion rates, service attachment rates, and average basket value.
- Maintain the team's focus on Optimisation through regular delivery of insights and opportunities.
- Ensure that all Group Digital business decisions are based on sound data analysis, steering focus to areas of maximum opportunity and biggest customer impacts.
- Remain up to date with the latest tools and best practices in Conversion Rate Optimization, eCommerce, and Digital.
- Form a strong working relationship with eCommerce and CX & UX Teams to ensure all stakeholders are up to date with areas of focus, blockers, and findings.
- Work closely with the Merchandising and Optimisation teams to ensure priority customer journeys are consistently reviewed and website changes are thoroughly tested.
Key Skills
- Background in data analysis and delivery of initiatives to improve key KPIs.
- Previous use of behavioral tools involving heatmapping, journey mapping, and recorded sessions.
- Some experience of analytics tools within the Google Suite.
- Deep understanding and experience of key elements that impact conversation.
- Strong business acumen and good level of commercial awareness.
- Very good stakeholder management and communication skills.
- Able to inspire and influence teams and senior management alike.
We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
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